COMPUTER SUPPORT TECHNICIAN I - 55007542

State of Florida•Bartow, FL

3d•$38,108 - $49,317•Onsite

About The Position

This position will ensure the reliability and functionality of IT equipment and services that support agency operations, contributing directly to efficient communication and productivity within the Department. Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. FDOT encourages our team members to grow through engagement, empowerment, training, and professional development. Through our agency’s learning management system, you have access to hundreds of computer-based trainings and instructor led courses.

Requirements

Knowledge of Microsoft products, including operating systems, Office Suite, and Outlook in a network environment.
Knowledge of Computer software, hardware, and firmware relative to personal computer and LAN/WAN environments.
Skills in Installing and providing technical support for software applications, operating systems, and personal computer hardware.
Skills in Performing advanced troubleshooting on various manufacturers of computers.
Ability to Lift 50 pounds and stoop, climb a ladder, squat, push, crawl, and bend in all types of weather.
Ability to Communicate effectively both verbally and in writing.
Ability to Read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.
Ability to Mentor, train, and support other technicians.
High School diploma or equivalent and 1 year of work experience in the installation, maintenance and technical support of workstation hardware.
OR 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating systems.
OR Technical certifications from workstation training programs such as CompTIA A+ and Net+ may be substituted for 6 months of experience.
OR Associate degree from an accredited college or university with at least 25% of the completed coursework in Information Technology related courses.

Responsibilities

Monitors Service Desk queue and resolves support tickets as assigned. Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques aswell as teamwork. Provides high level of customer service by providing status and information to the customer.
Performs basic troubleshooting to determine cause of problem. Installs, configures and provides user support for personal computers (PC) and peripheral equipment to include software installation and upgrades, patches and technical support within specified time frame. Works with staff on issues outside their areas of responsibility as needed.
Replaces or reconfigures existing computers or other equipment as needed. This includes but is not limited to PC replacements, memory upgrades, hard drive installations, and replacement of printer parts.
Provides Audio Visual (AV) and Video Conference (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
Coordinates service calls and repairs for warranty and non-warranty items. Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
Provide facts to facilitate the team's decision-making process and to achieve the team's goals. Shares information and receives feedback from other OIT staff as appropriate.
Monitors and assigns service desk tickets to the appropriate technician or group for proper resolution and to ensure all Service Level Agreements are met in a timely manner.